Customer Success Manager

Responsibilities

• Take ownership of mid-market accounts following implementation to build clear adoption and growth plans
• Drive deep product adoption across spend categories, cards, users, and accounting integrations
• Grow wallet share by discovering new spend categories and shifting more customer spend onto the platform
• Build trusted relationships with finance and operations stakeholders to understand evolving business needs
• Run regular business reviews to quantify Alaan's impact and anchor the relationship to value
• Own retention and renewals end-to-end, carrying a net revenue retention target
• Cross-sell the Alaan product suite by identifying new problems that our products can solve
• Act as the voice of the customer to provide structured feedback for the product roadmap

Requirements

• 4+ years of experience in customer success, account management, or a similar role owning a commercial number
• Proven track record of growing and retaining a portfolio of accounts through expansion or upsell
• Strong commercial ownership with experience meeting retention and revenue targets
• Excellent discovery skills to identify unmet customer needs and build commercial cases
• Ability to speak the language of finance teams and understand accounting tools
• Extreme ownership and a bias for problem-solving in ambiguous environments

Preferred Qualifications

• Background in Fintech, SaaS, or payments
• Experience in the UAE market with an understanding of how Mid-Market companies in the Gulf manage spend

Benefits

• Competitive salary and equity
• Flexible hybrid work culture
• Significant ownership and accountability
• Participation in exciting offsite events
• Additional perks including travel allowances and gym memberships

About the Company

Alaan is the Middle East’s first AI-powered spend management platform. We help businesses save time and money through smart corporate cards, real-time expense tracking, and seamless accounting integrations. Backed by Y Combinator and Peak XV, we are the #1 expense management platform in the region, trusted by over 2,000 leading businesses.